Job Vacancy For Head, Contact Center, Quality Assurance & Experience

• The successful candidate will join as the Head for Contact Center, Quality Assurance and Experience in the Customer Experience Department.
• (S)He will report to the Customer Experience Director and will be responsible for maintaining high-quality customer service, ensure process compliance across all touch points of the business including KYC and social media.
• The Head for Contact Center, Quality Assurance and Experience will also be in charge of enhancing experience on company's products and services based on proactive testing, improving CEX via T-NPS or CEX program, reducing customer pain points including driving self-service and delivery of excellent customer experience at the contact center.

• Work closely with Customer Experience Director to drive quality of service delivery, process compliance across all touchpoints and provide a seamless experience across digital channels, manage Mobile Number Portability as well as run an effective HVC engagement program using T-NPS, CES and other indicators as the barometers.

• Listening and evaluating calls
• Mystery shopping of retail shops including franchise shops
• Monitor and evaluate customer interactions.
• Monthly business review with BPO Partner on performance and ensure conformity with set targets and customer experience.
• Call Center operations management including ensuring all service and operations KPIs are met for level 1 inbound.
• Ensure operational efficiency and enhance customer experience through self-service tools such as encouraging customers who call agents to adopt IVR and other digital channels and use the dynamic IVR efficiently.
• Improve operational efficiency via KPIs such as average call duration, calls per agent within experience standards.
• Create framework to ensure accurate forecasting of call volumes.

• Training of leadership across channels on identified gaps and processes.
• Ensure certification of executives at the various touchpoints
• Periodic refresher trainings for all employees across the various channels
• Conducting train, the trainer activities for all partner trainers.

• Ensure all customer experience processes are aligned to company requirements.
• Develop and oversee control systems at the various touchpoints to prevent breach of company policies.
• Revise procedures, reports etc. periodically to identify hidden risks or non-conformity issues at the various touchpoints.
• Periodic audit of processes and policies at the various touchpoints and put in place mitigation plans to prevent breach of process where applicable.

• Develop evaluation programs to analyze performance at the various touchpoints.
• Ensure continuous process re-engineering and implementation of process improvement plan.
• Independently monitor and audit all established CEX processes.

• Ensure pre and post launch testing of products and services.
• Ensure daily testing of products and services making recommendations to stakeholders to enhance customer experience.
• Responsible for designing, recording, implementing and monitoring switch announcements.

• Responsible for team engagement

• Retailer education on best KYC practises and work with Sales to sanction retailers who are non- compliant.
• Effective strategies for clean KYC to eliminate revenue at risk to business.
• Periodic review of KYC records as to completeness, including verifying that due diligence has been performed.
• Responsible for supporting and closing swap requests from the mini express shops.
• Make recommendations to stakeholders based on findings to improve the Service Recovery process.
• Audit Service Recovery process periodically and close identified gaps.

• Actively work on promotion and adoption of self-care channels, including digital (mobile app, portal), USSD, dynamic IVR etc.
• Manage and run T-NPS and CES programs across all touchpoints.
• Effectively engage with detractors, provide analysis and escalate feedback to respective functions, with a view to reduce customer pain points.
• Function as a barometer for all customer pain points including complaints and T-NPS detractors, CES, provide RCA, and lead cross functional actions to provide remedial actions.
• Responsible for customer experience KPIs across digital channels.
• Channel traffic on enquiries and requests through contact center and shops to digital and self-care channels.
• Responsible for implementing Omni-Channel solutions.
• Manage social media care with established SLAs and enhance promoters and influencers through effective engagement on social and digital channels.
• Manage outbound to conduct T-NPS, CES and other consumer insight projects.

• Adherence to MNP KPIs set by the regulator and be the point of contact between AT and competitor CX MNP teams.

• Bachelor's degree in a business-related field
• MBA from a recognized institution is an advantage.
• 5- 7 years of experience in customer experience driven environment including contact center operations and 2-4 years in a similar role.

• Good interpersonal, communication and organizational skills.
• Strong working knowledge in contact center operations, platforms and solutions.
• Partner Management
• Good knowledge in compliance processes
• Good problem-solving skills
• Good knowledge in KYC processes and procedures
• Solid knowledge of CEX including T-NPS and CES
• Team Player with leadership competencies
• An analytical mind able to appreciate the complexities of procedures and policies.
• Excellent knowledge in customer complaint management /process
• Excellent communication, presentation and interpersonal skills
• Demonstrated experience and success in managing a contact center.

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